Desktop Support Analyst

Desktop Support Analyst at Acora - IT, Cyber & AI, Southampton, England, United Kingdom.

Benefits

Private Medical, Pension, 25 days annual leave, Gym Membership, Cycle to Work Scheme, Employee Assistance Programme

Working Hours

0800 - 1630 and 0900 - 1730

What to wear

Smart casual

Role Overview

As a member of the onsite support team, you will deliver high‑quality technical support, ensuring exceptional customer satisfaction and a personalised service.

Key Responsibilities

• Receive and respond to incoming tickets from remote IT teams, such as service desk, desktop support, network support, etc. Support Service Desk with tickets where possible
• Provide expert support for Microsoft Office Suite and other Microsoft applications
• Provide support for Mac devices, including MacBooks and iPads. Assist users with Mac‑related issues, configurations, and software installations. Ensure compatibility and integration of Mac devices with the existing IT infrastructure
• Troubleshoot and resolve software‑related issues promptly and efficiently. Assist end‑users with software installations and updates
• Maintain and troubleshoot meeting room technology, including video conferencing equipment, projectors, and audio systems. Ensure seamless operation of audio‑video equipment during meetings and events. Assist users with setting up and using AV equipment for presentations and conferences
• Collaborate with infrastructure and network teams to support on‑site hardware installations, upgrades, and maintenance. Assist in troubleshooting and resolving network and infrastructure‑related issues
• Maintain an accurate inventory of IT equipment, including laptops, desktops, peripherals, and mobile devices. Track asset allocation, perform regular audits, and ensure equipment is properly configured
• Provide IT support for customer conferences and events, including setting up and configuring IT equipment. Ensure the smooth operation of audio‑video equipment during customer‑facing events. Offer technical assistance to event participants as needed
• Serve as an escalation point for remote IT teams, helping to troubleshoot complex issues that cannot be resolved remotely. Collaborate with remote IT teams to ensure timely issue resolution
• Assist with the on‑boarding of new employees, ensuring they have the necessary IT equipment and access. Provide training and support to new starters to ensure a smooth transition into their roles
• Provide VIP support where required to senior members of the organisation

Key Skills

• Microsoft Windows Operating Systems
• Microsoft Office, 365 and other associated applications
• Building of hardware
• Excellent communication and customer service skills at all hierarchical levels

Interview Process

• Screening call: Phone call with our recruitment team to assess your suitability for the role.
• First interview: Video call over MS Teams with the Hiring Manager + Team Leader.
• Second interview: Usually face‑to‑face interview onsite at one of our offices.

Eligibility

You must have full rights to work in the UK.

Equal Opportunity

Acora is an equal opportunity employer, committed to providing equal opportunities regardless of race or ethnic origin, gender identity, family situation, sexual orientation, disability, religion or age. We hire our people on the basis of qualifications, merit, skills, and business need. We are a Level 1 Disability Confident Committed Employer and will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive equitable benefits and all privileges of employment. Please contact us to request any reasonable adjustments.

Seniority level

Associate

Employment type

Full‑time

Job function

Information Technology

Industries

IT Services and IT Consulting

Join us at Acora in creating a workplace where everyone can succeed and make an impact. We look forward to welcoming you to our team!